Building Foundations - Traincolorado
Transcript of Building Foundations - Traincolorado
Building Foundations Participant Guide
Building Foundations Participant Guide Version 3
Release Date: December 2014
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Building
Foundations Participant Guide
Health Care and Economic Security
Staff Development Center 7800 East Orchard Road, Suite 280
Greenwood Village, CO 80111
Building Foundations Participant Guide
Building Foundations Participant Guide Version 3
Release Date: December 2014
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Acknowledgements The Health Care and Economic Security Staff Development Center (SDC) would like to acknowledge all
the individuals and agencies that provided assistance during the Building Foundations development
process. First, the SDC would like to extend its gratitude to Colorado’s Departments of Human/Social
Services for their support throughout the development of Building Foundations. Numerous county
departments have hosted the SDC for site visits, shared training content, reviewed training material, and
attended meetings in the support of training development. Without this support from county
departments, Building Foundations would not have been possible. The SDC would also like to thank staff
from the Colorado Department of Human Services (CDHS), the Colorado Department of Health Care
Policy and Financing (HCPF), and the Governor’s Office of Information Technology (OIT). Their
willingness to share their program knowledge with the SDC has been invaluable. Finally, the SDC would
like to recognize the Integrated Project Team (IPT) Training sub-committee for providing guidance,
recommendations, and support throughout the development of Building Foundations.
Introduction Welcome to Building Foundations. We encourage you to use this guide throughout this training to
participate, challenge yourself, take notes, reflect and action plan. We recommend that you browse
through it now so that you get a feel for the training. If you have any questions regarding this guide,
please contact your facilitator (trainer). All Desk Aids in this Participant’s Guide will be available as
separate documents for use and printing at http://traincolorado.com > Document Library.
Thank you for assisting individuals in the state of Colorado in becoming self-sufficient!
Common Terms and Phrases
There are terms and phrases found throughout this Guide that have other common names associated
with them. We have chosen these terms and phrases based on accuracy, appropriateness, and general
understanding in order to provide consistency. The terms and phrases are listed below with other
associated common names.
Cash Assistance: Colorado Works (CW) and Adult Financial (AF)
Client: Applicant, customer, recipient, household
Colorado Works: Temporary Assistance for Needy Families (TANF; this is the federal program)
Eligibility Worker or Public Assistance Professional: User, eligibility technician, program
specialist, eligibility professional, worker
Food Assistance: Supplemental Nutrition Assistance Program (SNAP; this is the federal
program), Food Stamps
Medical Assistance: Medicaid and Child Health Plan Plus (CHP+); not Medicare
Public Assistance: Food, Medical, and Cash Assistance programs; Human Services, Social
Services
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Table of Contents
Acknowledgements ....................................................................................................................................... 2
Introduction .................................................................................................................................................. 2
Common Terms and Phrases ........................................................................................................................ 2
Table of Contents .......................................................................................................................................... 3
Understanding Poverty and Engaging Individuals ........................................................................................ 6
Objectives: ................................................................................................................................................ 6
Who Are You? ....................................................................................................................................... 6
Inspired Introduction ............................................................................................................................ 6
Group Expectations and Housekeeping ................................................................................................ 6
What’s Your Mental Model of Poverty? ............................................................................................... 7
Videos & Discussion .............................................................................................................................. 8
Key Terms & Definitions ........................................................................................................................ 9
About Poverty ..................................................................................................................................... 10
Action Planning & Networking ............................................................................................................ 10
Three Strategies for Building Effective Relationships ......................................................................... 11
Effective Relationship Strategies ........................................................................................................ 11
Why Do Effective Relationships Matter? ............................................................................................ 12
It Could Happen to You ....................................................................................................................... 12
The Big Three: Food, Medical and Cash Assistance .................................................................................... 13
Objectives: .............................................................................................................................................. 13
What Do You Know? ........................................................................................................................... 13
Food Assistance: What Can You Buy? ................................................................................................. 13
Food Assistance Facts ......................................................................................................................... 13
Food Assistance Overview .................................................................................................................. 14
Medical Assistance Introduction ......................................................................................................... 14
MAGI Medical Assistance .................................................................................................................... 15
Non-MAGI Medical Assistance ............................................................................................................ 15
Paddle Game: MAGI vs. Non-MAGI .................................................................................................... 17
Cash Assistance Introduction .............................................................................................................. 17
Cash Assistance: Colorado Works ....................................................................................................... 18
Acronym Call-Out ................................................................................................................................ 18
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Cash Assistance: Adult Financial ......................................................................................................... 18
What Do You Know Now? ................................................................................................................... 19
Applying for Public Assistance ............................................................................................................ 19
Objectives: .............................................................................................................................................. 19
Introduction to Public Assistance Applications ................................................................................... 20
Find and Submit .................................................................................................................................. 20
Application Components..................................................................................................................... 21
Application Exploration Workshop ..................................................................................................... 22
Public Assistance Applications: Rules and Policies ............................................................................. 23
Application Scenarios .......................................................................................................................... 25
Applications Are… ............................................................................................................................... 26
Interviewing for Public Assistance .............................................................................................................. 26
Objectives: .............................................................................................................................................. 26
Info Race ............................................................................................................................................. 27
What is an Interview? ......................................................................................................................... 27
Five Techniques for Conducting Effective Interviews ......................................................................... 28
Paddle Game: Interview Requirements for High-Level Program Groups (HLPGs) ............................. 29
Interview Questions for High-Level Program Groups (HLPGs) ........................................................... 30
Phone Interviews ................................................................................................................................ 34
Practice Positivity ................................................................................................................................ 34
Practice Interviews .............................................................................................................................. 35
What Have I Learned? ......................................................................................................................... 36
Documentation: Creating Effective Case Comments .................................................................................. 36
Objectives: .............................................................................................................................................. 36
What is a Case Comment? .................................................................................................................. 37
The Purpose of Case Documentation ................................................................................................. 37
What is (or isn’t) in a Case Comment? ................................................................................................ 37
Case Comment Case Studies ............................................................................................................... 38
What Did I Learn?................................................................................................................................ 40
Application Initiation (AI) ............................................................................................................................ 40
Objectives: .............................................................................................................................................. 40
Matching Terms .................................................................................................................................. 41
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Inquiry ................................................................................................................................................. 41
Application Initiation (AI) Overview .................................................................................................... 42
AI Review ............................................................................................................................................. 42
When to Complete an AI ..................................................................................................................... 43
Application Initiation (AI) Tour ............................................................................................................ 44
Questions ............................................................................................................................................ 46
Hands-On Application Initiation .......................................................................................................... 46
Finding a Case through Quick Search .................................................................................................. 50
Finding a Case through Inquiry ........................................................................................................... 51
Case Practice ....................................................................................................................................... 51
Debrief ................................................................................................................................................ 52
Closing ................................................................................................................................................. 52
Appendix ..................................................................................................................................................... 53
Interviewing for Public Assistance .......................................................................................................... 53
Fictional Client Profiles ....................................................................................................................... 53
Interviewing Desk Aid ................................................................................................................................. 54
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Goal
Participants will
possess the awareness
and skills required to
professionally engage
clients experiencing
some form of poverty.
Understanding Poverty and Engaging Individuals
Objectives:
After this course, participants will:
Develop a mental model of poverty
Recognize at least five key terms associated with poverty
Use three proven strategies for building professional relationships with
clients
Discuss the connections between relationships and outcomes
Who Are You?
Inspired Introduction
Group Expectations and Housekeeping
Notes:
Notes:
Notes:
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What’s Your Mental Model of Poverty?
Poverty is…
Poverty is caused by…
People in poverty typically…
My thoughts about poverty are shaped by…
Public Assistance is…
Public Assistance should be for…
Notes:
Note
This will not be
shared, so you can
be completely
honest.
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Videos & Discussion
What are your initial reactions to each family’s situation?
What resources do these families lack?
What are the strengths of each family?
Notes:
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Key Terms & Definitions
Match the below terms with the correct definitions.
Poverty (A) Approach refers to policies, practice methods, and strategies that identify and draw upon clients’ strengths
Situational Poverty
(B) Verbal exchange characterized by complete sentences and specific impersonal word choice that avoids slang expressions (recommended for professional, technical or formal settings)
Resources (C) Connections existing between people
Casual Register (D) Minimum amount of gross income established by the Federal Government that a family needs for food, clothing, transportation, shelter and other necessities
Strength-Based Model
(E) A stock or supply of money, materials, support, and other assets that can be drawn on by a person in order to function effectively
Formal Register (F) Lack of resources due to a particular event (i.e., death, illness, loss of job, divorce, abuse)
Federal Poverty Level
(G) Verbal exchange characterized by general language with simple sentence structure (recommended for casual or informal settings)
Relationships (H) Poverty experienced for at least two generations
Generational Poverty
(I) A concept that refers to the deposits and withdrawals that are made by an individual in the process of developing a relationship
Emotional Bank
(J) The extent to which an individual goes without resources (Examples of resources include: financial, emotional, mental, spiritual, physical, support systems, relationships/role models, knowledge of hidden rules, coping strategies)
Notes:
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About Poverty
Poverty is 1) _________________
Poverty occurs in all 2) _________________ and countries
Research and conclusions about poverty are based on 3) _________________; all patterns have
4) _________________
The causes of poverty are 5) _________________ and we should reject simple explanations
It is unproductive to support 6) _________________ about the poor
People experiencing poverty should neither be 7) _________________ nor
8) _________________ for their situations
A better understanding of poverty will 9) _________________ public assistance professionals’
effectiveness
Action Planning & Networking
Your Service Goal:
Service Goal from another participant:
Notes:
Notes:
Note
Action Planning is the
process of focusing ideas
and creating concrete goals
with steps to take. Return
to your action plan
regularly.
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Three Strategies for Building Effective Relationships
Fill in the blanks:
Use _________________ Register (Inviting tone using simple sentence structure)
Use the Strength-_________________ Model (Focus on strengths, not weaknesses)
Make Deposits in an _________________ Bank (Genuine compliments, appropriate humor,
openness to feedback)
Effective Relationship Strategies
Notes:
Notes:
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Why Do Effective Relationships Matter?
Why effective relationships lead to better outcomes for clients:
It Could Happen to You
You have income of $2,000/month, which just covers your expenses of $1,900. Now an unexpected life
event decreases your income or increases expenses:
Life Event:
Resources
If you were applying for assistance, how would you want to be treated?
What standards of service would you recommend?
Notes:
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Goal
Participants will explain the
primary benefits available to
clients through Food, Medical
and Cash Assistance programs.
The Big Three: Food, Medical and Cash Assistance
Objectives:
After this course, participants will:
Identify Public Assistance programs available to Colorado citizens
Differentiate between High-Level Program Groups (HLPGs)
Explain basic benefits associated with each HLPG
What Do You Know?
Food Assistance: What Can You Buy?
Food Assistance Facts
Notes:
Notes:
Notes:
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Notes:
Food Assistance Overview
The _________________ program provides food benefits to _________________households,
ensuring that they have access to a _________________
What are the three categories of Food Assistance benefits?
1) ________________________________________
2) ________________________________________
3) ________________________________________
Individuals have access to Food Assistance benefits with __________________________issued
and used like a debit card at most grocery stores to buy food
Households that meet the following Expedited criteria are required to have their application
processed within _________________ days:
Liquid resources are less than _________________ and gross monthly income does not
exceed _________________
Combined monthly gross income and liquid resources are less than the household’s
monthly _________________ and _________________
An individual in the household is a migrant or seasonal _________________
________________________________________
Medical Assistance Introduction
Notes:
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MAGI Medical Assistance
Match the below definitions with the correct terms, which will be mentioned during the MAGI overview.
Pregnant women age 19 and over A Parent/Caretaker Relative
Qualified individuals age 19 through the end of the month they turn 65
B CHP+ Pregnant
Qualified individuals under age 19 who exceed the FPL C Adult
Qualified individuals who have a dependent child D Pregnant
Pregnant women age 19 and over, who exceed the FPL E Child
Qualified individuals under age 19 F CHP+ Children
Select the appropriate category for each of the below scenarios.
Scenario 1: An application is received for a woman, her husband and her two children. What
category of Medical Assistance would she most likely be eligible to receive?
Adult
Child
Parent/Caretaker Relative
Scenario 2: An application is received by a single man who is 27 years old. He has no children.
What category of Medical Assistance would he most likely be eligible to receive?
Pregnant
CHP+ Children
Adult
Scenario 3: An application is submitted by a grandmother who is applying for her grandson who
is 15 years old. What category of Medical Assistance would he most likely be eligible to receive?
a. CHP+ Children
b. Parent/Caretaker Relative
c. Child MAGI
d. Both A and C
Non-MAGI Medical Assistance
Non-MAGI Medical Assistance programs do ________ use the MAGI methodology to determine
income and household composition
Many Non-MAGI programs look at _________________ and _________________ status in
addition to income and other factors when determining eligibility
Long Term Care (LTC)
Long-Term Care includes _________________ care and Home and Community
Based Services (_________________) where medical providers come into the
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home to render the necessary services to keep a disabled individual from being
institutionalized in a nursing facility or hospital
Aged, Blind and Disabled (ABD)
Medical Assistance that serves low-income individuals who are: Aged
_________________, Blind, or Disabled by _________________standards
SSI Mandatory
Mandatory category of Adult Medical Assistance which provides
individuals who are eligible for ________________________________
(SSI) payment with medical coverage
Pickle
Category of Adult Medical Assistance which may _________________
Medical Assistance to former SSI or _________________ Medical
Assistance recipients who lost SSI or OAP under certain circumstances
Disabled Adult Child (DAC)
Category of Adult Medical Assistance which may restore Medical
Assistance to former SSI recipients who receive a _________________
Qualified Disabled Widower (QDW)
Category of Adult Medical Assistance which may restore Medical
Assistance to former _________________ recipients who receive a
QDW benefit
Old Age Pension Medicaid (OAP-A, OAP-B, OAP HCP-A, and OAP HCP-B)
Category of Medical Assistance provided to _________________
recipients
OAP HCP-1 and OAP HCP-B are provided by the _________________,
and are not part of a federal program
Adult Buy-In program: Working Adults with Disabilities (WAwD)
Enables the State to offer Medical Assistance benefits to individuals:
Aged 16 through _________________ with a disability
Who are _________________ and earn below the income limit
Who would be _________________, except for earnings and
resources
A monthly _________________ is required and is based on income
Children’s Buy-In: Children’s Buy-in with Disabilities (CBwD)
Provides Medical Assistance benefits for children who are under
_________________, have a qualifying _________________, and whose
adjusted family income is at or below _________________ of the
Federal Poverty Level (FPL)
A monthly premium may be required based on _________________
Breast and Cervical Cancer Program (BCCP)
Category of Adult Medical Assistance for women who are
_________________ with breast or cervical cancer (or a precancerous
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condition) at Women’s Wellness Connection (_________________)
screening clinics (not determined at a County)
Coordinated between the Department of Health Care Policy and
Financing and the Department of Public _________________ and
Environment
Refugee Medical Assistance (RMA)
Category of Medical Assistance available to _________________,
Asylees, Cuban/Haitian entrants, Victims of Trafficking, and Special
Immigrant Visa recipients who are _________________ eligible for
other Medical Assistance
Medicare Savings Program (MSP)
Medical Assistance program for elderly _________________ recipients that
________________in payment of some of their health care costs
Low Income Subsidy (LIS)
Financial assistance provided to individuals who have limited financial means to
pay for copayments, deductibles or premiums as a supplement to
_________________
_________________ through the Social Security Administration (SSA)
Paddle Game: MAGI vs. Non-MAGI
Cash Assistance Introduction
Notes:
Notes:
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Cash Assistance: Colorado Works
Select True or False for each of the below questions.
1) Colorado Works is the same thing as Temporary Assistance for to Needy Families (TANF).
True
False
2) One of the main goals of Colorado Works is to lead families towards self-sufficiency.
True
False
3) County and State Diversions are continuous benefits received monthly.
True
False
Acronym Call-Out
Cash Assistance: Adult Financial
The _________________ program provides financial assistance for low-income adults age 60 or
older
Which of the following provides assistance to disabled clients age 18-59 or blind clients age 0-
59?
a) Old Age Pension
b) Colorado Supplement to SSI
c) Aid to the Needy Disabled State Only
Notes:
Notes:
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Goal
Participants will be
familiar with
applications for Public
Assistance programs.
True or False: the Adult Foster Care program provides 8-hour care and supervision for frail,
elderly or physically or emotionally disabled adults
Home Care Allowance provides a cash payment to clients:
a) With high functional abilities
b) Who do not have a care provider
c) With the lowest functional abilities and the greatest need for paid care
The Burial Assistance Program provides benefits covering reasonable and necessary costs for
_________________, burial or cremation services
The Repatriation Program assists:
a) Legal Permanent Residents (LPRs)
b) Refugees and Asylees
c) U.S. Citizens and their Dependents
d) Undocumented Immigrants
What Do You Know Now?
Applying for Public Assistance
Objectives:
After this course, participants will:
Recall where applications can be found
Describe how clients can submit applications
List the types of applications available to clients
Identify the sections on common applications
Explain the rules and policies for applications
Notes:
Notes:
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Introduction to Public Assistance Applications
Purpose:
Types:
What are the different common applications used for Public Assistance programs in Colorado:
Single _________________ Application (SPA)
Single _________________ Application (SSAp)
Program _________________ Application Kit (PEAK)
_________________ (Medical Assistance only)
Find and Submit
Where can individuals find applications?
Where can individuals submit applications?
How can individuals submit applications?
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Application Components
Applicant/Demographic Information:
Household Composition:
Income and Employment:
Resources:
Expenses:
Rights and Responsibilities
SSAp Only
Privacy Statement (SSAp only):
Worksheets (SSAp only):
Appendix (SSAp only):
Notes:
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PEAK:
Application Exploration Workshop
Single Purpose Application (SPA)
What easy and difficult things did you encounter while completing the application?
Teach back:
Has this exercise changed anything about how you know your job? How?
What was similar and what was different about the two applications?
Notes:
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Public Assistance Applications: Rules and Policies
What is required for an application to be accepted?
All programs:
Food Assistance:
Medical Assistance:
Colorado Works:
Adult Financial:
When is an application considered received?
All programs:
Medical Assistance:
Food and Cash Assistance:
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Who needs to sign the application?
Food Assistance:
Medical Assistance:
Colorado Works:
Adult Financial:
Application processing guidelines:
Food Assistance:
Medical Assistance:
Cash Assistance:
How long are applications valid?
Food Assistance:
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Medical Assistance:
Cash Assistance:
Application Scenarios
Application submitted for Food Assistance on 01/02/2014. Applicant lives alone. The only
information on the application is name and address and signature.
1. Is there enough information on the application to schedule an interview?
2) How long is the application valid?
3) What are the processing guidelines
Application for Medical Assistance (MA) on 01/02/2014. Applicant is applying for himself, his wife,
and their child. Application is completed, except the section that requests tax information
1) Is tax information required in order to accept the application?
2) Can the applicant use the SPA to submit an application for Medical Assistance (MA)?
3) Who is required to sign the application?
A complete application for Colorado Works was submitted on 01/02/2014. The application was
denied on 01/15/2014.
1) Who needs to sign the application?
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Goal
Participants will
identify the techniques
and processes for
effective and efficient
Public Assistance
interviews.
2) How long is the application valid?
3) What are the application processing guidelines for this case?
Applications Are…
Applications are important because…
Applications are available...
Applications are submitted at…
Interviewing for Public Assistance
Objectives:
After this course, participants will:
Define an interview
Discuss five techniques for conducting interviews
Recall interview requirements for High-Level Program Groups (HLPGs)
Identify strategies for conducting phone interviews
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Note
The first two questions will not be
shared, so please be completely
honest.
Info Race
Was the dialogue comfortable or uncomfortable and
why? What does that reveal about your own biases?
What was your first impression of your partner? How did that influence your interactions and
what questions you asked?
What methods did you use to make the situation more comfortable? When meeting new
people, what can you do to make the conversation more fluid?
How can you create good first impressions?
What is an Interview?
1) Definition of an Interview:
_________________-way exchange, a conversation, in which both parties have some
_________________ (U.S. Department of State, Bureau of Human Resources)
2) Interview goals:
Clarify the _________________ that the client provides on the application
Gather _________________ information, if missing
Answer _________________ about program benefits, rules, rights and responsibilities,
verifications, etc.
Review application for potential ____________ for other programs
Notes:
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3) 5 Phases of an Interview:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
4) Professional Standards:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Five Techniques for Conducting Effective Interviews
Create a welcoming environment:
Set goals:
Break down problems into manageable pieces:
Notes:
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Note
If a client applies for
multiple programs that
require an interview,
he or she can only be
required to attend one
interview.
Use open-ended and closed ended questions appropriately:
Check for shared understanding:
Paddle Game: Interview Requirements for High-Level Program
Groups (HLPGs)
High-Level Program Groups (HLPGs) face-to-face interview requirements for
eligibility determination:
Food Assistance
Within 7 calendar days of application for expedited
Within 30 calendar days of application for regular
Can be completed via phone interview if client requests
Financial Assistance
Adult Financial
Must be completed before eligibility determination can be made, which is no
later than 45 calendar days after an application was submitted (60 calendar
days for AND)
Colorado Works
Interview required within 45 calendar days of application submission
Assessment within 30 calendar days of application submission
The assessment is an evaluation conducted to determine a client’s skills,
education, work history, and potential barriers to employment
Medical Assistance (MA)
No interview required (eligibility must be determined in 45 or 90 calendar days
depending on if a disability determination is necessary)
Notes:
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Interview Questions for High-Level Program Groups (HLPGs)
Questions that are mandatory are bold and have an *. Please ask questions appropriately
based on who the client is and what programs he or she is applying for. HH = Household.
****************** ALL PROGRAMS ****************
Application date
Interview date
CBMS Case Number and Case Name: (Last name, First name, MI)
List programs requested
DEMOGRAPHICS
*Is anyone in the HH a non-U.S. citizen? If yes, provide name(s) and sponsor’s name, date of birth, and address. Sponsor’s income, resources and HH comp requested?
CASE INDIVIDUAL
*List the name and age of each HH member
*Is anyone in the HH disabled? If yes, who?
*Is anyone in the HH pregnant? If yes, provide due date and number of babies expected
Are there others that live in the home that are not included on this application?
RESIDENCY
*Are you a Colorado Resident?
*What is your living situation?
*Do you have an address where you can receive mail?
*Do you have a phone number we can reach you at? If so, is it OK to leave a message at
Notes:
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this number?
*Are you or any member of your HH hiding or running from the law? Note: this agency will not report you if this is the case. It may impact your eligibility, but should not prevent others in your home from receiving benefits.
*Are you currently receiving Food, Cash, or Medical Assistance benefits or have you received them in the last 90 days? If yes: who, where and when (need a phone number for the agency where benefits were received and/or a letter of termination of benefits)? Were you receiving benefits in another state?
INCOME
*How do you and your family get money? If anyone is receiving income, ask all Earned Income or Unearned income questions below.
EARNED INCOME
Earned Income for (name)?
Current employer name?
Hours worked per week?
Pay frequency (e.g. weekly, every 2 weeks, twice a month, monthly)?
Hourly rate?
Date and gross amount of most recent check?
Is this check representative?
Gross income received in the month of application?
If Collateral Contact, provide contact name, title and phone number?
Is this income from self-employment? If yes, gross monthly amount?
Amount of tips received from this employment? UNEARNED INCOME
Recipient and type?
Gross amount?
Date of last check received?
Amount of last check received?
EXPENSES
Does anyone in the home pay day care expenses? Receive Child Care Assistance Program (CCAP)? If yes, how often and how much?
Does anyone in the home have medical expenses? If yes, amount paid?
SHELTER/UTILITIES
*How much do you pay (or are you supposed to pay) in rent or mortgage? If you pay mortgage, how much do you pay for home-owner’s insurance, property taxes, and/or Homeowner’s Association (HOA) fees?
Do you pay any other expenses related to your shelter?
If Collateral Contact, provide contact name, title and phone number?
*How do you meet your basic living needs?
REMINDERS
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Referrals? If yes, name, date/time?
*Review of Rights and Responsibilities – Read “What I Should Know”. If you require assistance reading or understanding this part of the application, please let us know. After the interview, provide this part of the application to the client.
*Offer voter registration (to U.S. citizens only).
<<<<<<<<<<<<< EXPEDITED FOOD ASSISTANCE >>>>>>>>>>>>>
*What is the total amount of money the HH expects to get this month (before deductions)?
*Are you responsible to pay rent or mortgage? If yes, amount?
*How much cash do you have on-hand or in checking/savings accounts?
*Is anyone in the home a migrant or seasonal farm worker?
>>>>>>>>>>>> FOOD ASSISTANCE <<<<<<<<<<<<<<
*Who lives in the home?
*Who is applying for Food Assistance?
Are you homeless? If yes, where do you sleep? Who else lives there? Are you responsible to pay anything?
*Did you receive LEAP at this address this year or last year? If no, do you pay for heating or cooling costs? If yes, are those costs included in rent? If no, do you pay any other utilities (electric, trash, sewer, water, phone, etc.)?
*Who buys and cooks food together?
*What is your race/ethnicity?
*Has anyone in the HH applied for SSI or other Social Security benefits? If yes, who?
Has anyone applied for Unemployment Insurance Benefits (UIB)? If yes, who?
*Does anyone in your HH pay or receive child or adult day care or child support? If so, who, how often and how much?
*Is anyone in the HH currently in Foster Care? If yes, who and for how long?
*Is anyone in the HH currently on strike? If yes, who?
*Is anyone in the HH attending: High school, College, Vocational or Trade School? If yes, who? Is Financial Aid received? Is that individual participating in Work Study or the Workforce Investment Act (WIA) program?
*If you are under age 22, please tell me who else is living in the home (e.g. parents, spouses, children, etc.)
*Is anyone applying for Food Assistance currently living in a battered women’s shelter? If yes, is that individual already receiving benefits?
$$$$$$$$$$$$$$ ADULT FINANCIAL ASSISTANCE $$$$$$$$$$$$
*Are you paying at least $260.00 in shelter expenses (rent/utilities)? Note: exclude this question if the applicant owns their own home, lives in subsidized (Low-income/Section 8) housing, or is homeless.
*Are you now or have you ever been married?
*Are you or your spouse currently or have either of you ever been in the military?
*Do you have a disability? If yes, do you need assistance with Self-Care activities?
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Has your medical or developmental condition lasted or is it expected to last 12 months or longer?
*Has anyone in the HH applied for SSI or other Social Security benefits? If yes, who?
*Has anyone in the HH received SSI or SSDI and it has been terminated? If yes, when did it stop (date)?
*Has anyone in the HH received a Lump Sum payment?
*Resources are considered for Adult Financial Assistance. Do you have resources? If yes: Resource Name, Type and Value?
*Have you given away or sold anything of value in the last 3 years? If yes: Resource Name, Type and Value?
*Is anyone in the HH temporarily out of the home in a medical facility?
*If you need help to pay for Burial/Funeral costs in the future, would you prefer: Cremation, Burial or No Preference?
+++++++++++++++++ COLORADO WORKS ++++++++++++++++++
*Are you or have you ever received cash benefits? If yes: who, where and when (need a phone number for the agency where benefits were received and/or a letter of termination of benefits)?
COLORADO WORKS continued
*Have you or any member of your HH been convicted of a Felony under Federal or State Law for possession, use or distribution of a Controlled Drug Substance (Felony Drug Conviction) or for a crime while under the influence of a Controlled Drug Substance after August 22, 1996?
*Do you live with any children under the age of 19? If yes, are you the main person taking care of them?
*Is anyone in the HH temporarily out of the home in a medical facility?
*How is everyone in your HH related?
*Is anyone in the HH pregnant? If yes, provide due date, number of babies expected and father’s name
*If anyone in the HH is employed, is the employment temporary and expected to last less than 3 months?
*List the highest grade in school completed for each HH member:
*Is anyone in the HH attending: High school, College, Vocational or Trade School? If yes, who?
*Are there any children in the HH with absent parents? If yes, is there good cause or non-disclosure? What are the names of the child(ren) and absent parent(s)?
*Does anyone in the HH pay child support? If yes, what is the amount paid and frequency? Is it paid directly or court ordered?
*Is anyone in the HH currently in Foster Care? If yes, who and for how long?
*If you may need help to pay for Burial/Funeral costs in the future, would you prefer: Cremation, Burial or No Preference?
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Phone Interviews
Opportunities:
Challenges:
Helpful Hints:
Practice Positivity
“It’s not my fault that you did not send in the verifications we requested. You waited too long
now and you’ll have to start everything over again.”
“I won’t process your application until it is complete, and right now I don’t know if you are a
citizen.”
Notes:
Notes:
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“I don’t know the answer to your question. Try looking it up on our website or in the rules.”
“You aren’t going to be eligible.”
Create your own example:
Practice Interviews
Interviewee 1:
Interviewee 2:
Where can you improve?
What worked well?
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Goal
Participants will
compose appropriate
case comments in
CBMS.
What Have I Learned?
Identify at least three program rules:
Identify two interviewing techniques:
Documentation: Creating Effective Case Comments
Objectives:
After this course, participants will:
Describe the basic theory of case documentation
Recognize the components of effective CBMS case comments
Write detailed case comments
Notes:
Notes:
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Notes:
What is a Case Comment?
Definition:
The Purpose of Case Documentation
1) Assist in valid determination of _________________ and payment amounts
2) Provide for _________________ and understanding by eligibility workers other than the
_________________ intake worker (if a case is reopened, transferred to another county, a new
worker is assigned, etc.)
3) Provide accountability for the _________________ taken or decisions made regarding a case
4) Tell the _________________ of the case
5) Denote information a _________________ has provided to an agency
6) If there is not a case comment, it could be perceived that ____________ was not provided by
the client
7) Eligibility workers _________________ case comments to avoid _________________ on cases
8) Case comments can be used in _________________ _________________ when a client is
appealing a decision made by a County or MA site
9) Case comments are _________________ during State audits and/or case file reviews
What is (or isn’t) in a Case Comment?
What should be included?
Notes:
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Note
Be mindful and use spellcheck!
What should not be included?
1) Protected _________________ Information (PHI). Case comments are subject to
_________________. Personal information regarding health, illnesses, etc. should not be
included in case comments
2) Case comments should not include the author’s _________________ or inferences about the
client
3) Acronyms (_________________ these out the first time if they are necessary)
Case Comment Case Studies
1) Case Comment:
FS RRR Received on 09/03/2013 - 720-628-0226 - Phone
Int w/ (last name, first name) on 09/13/2013 @ 11:00 –
(Case worker name and office). 09/04/2013
Identify information provided in the case comment that is not needed
What information is missing from the Case Comment?
Rewrite the Case Comment to increase readability
Notes:
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2) Case Comment:
04.09.2012- Client submitted CRF with letter from employer stating that client is on Medical
leave and also reporting that (name) is no longer in home. I updated case making the necessary
changes. ran edbc and authorized Fa benefits in the amount of 793.00. (Case worker name and
worker id).
Identify information provided in the case comment that is not needed
What information is missing from the Case Comment?
Rewrite the Case Comment to increase readability
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Goal
Participants will
complete the
Application Initiation
(AI) phase of case
processing for all
programs.
What Did I Learn?
Application Initiation (AI)
Objectives:
After this course, participants will:
Recall key terms associated with AI
Discuss the purpose of AI
Decide when AI must be completed
Summarize the steps for completing Client and Case Inquiry
Identify the pages associated with AI
List all of the steps for completing the Individual Clearance process
Recall basic policy knowledge when completing data entry in AI
Notes:
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Matching Terms
Match the terms on the left with the correct definitions on the right.
1 - Companion Case A - A new Case Number should be requested in CBMS based on case-by-case circumstances
2 - Existing Case B - Requested for individuals who do not have an existing Client ID
3 - Existing Client ID C - When an individual is a household member on a case but is also included on another case
4 - New Case D - Unique identifier assigned to an individual who is or has requested services or benefits through the State for programs which require a State ID
5 - New Client ID E - Requested for individuals who do not have an existing State ID
6 - Research/Inquiry F - Unique identifier assigned to an Individual who is known to CBMS.
7 - New State ID G - Process used to determine whether or not an individual is known to CBMS. Also used to research case information
8 - Existing State ID H - Client has a case in CBMS. The case can be Pending, Open, or Closed
Inquiry
The Importance of Inquiry
Always complete a _________________ inquiry before starting an application or creating a
case to see if a person is known to CBMS
If you do not perform a thorough inquiry before starting a new Application, you may create
_________________ IDs
Inquiry Tips:
The following actions are recommended when conducting Inquiry:
Search all possible name combinations
Search by the client’s _____________name (if available)
If the client or family has two last names, search ___________________________,
reversed, and together
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Search for nicknames (e.g. Kate and Katherine, John and Jonathan, Maggie and
Margaret
True or False: It is recommended to only complete one search
Application Initiation (AI) Overview
AI is where data entry in CBMS _________________ for new applications
The _________________ for starting an Application is the _________________ for all programs,
whether the applicant is applying for Medical, Cash or Food Assistance
The _________________ when the application was _________________ is entered into AI
AI is where to determine whether an applicant is _________________ or new to CBMS. This is
known as _________________ Clearance
AI is where to identify in CBMS for which_________________ the client is applying
AI is where to enter information regarding _________________ Food Assistance
AI is where a new case number for the applicant(s) can be _________________ or the new
application can be attached to an existing case
AI is where to enter household _________________ for each individual on the application
Once information is saved at the end of AI, it cannot be _________________ or
_________________
AI Review
Notes:
Notes:
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When to Complete an AI
When to complete an AI:
An AI should be completed when a client is applying for a program
Example:
An AI should be completed when a client is receiving benefits from one High Level
Program Group (HLPG) and then applies for another HLPG
Example:
A new AI should be completed for a Food Assistance application that was initially denied
due to a client providing information or completing his or her interview 31-60 days after
the application was originally submitted
Example:
An AI should be completed when a recertification packet is provided late because the
case will have closed
Example:
An AI should be completed when a married couple receiving benefits together separates
or divorces and the person who was not the case payee on the initial case applies for
benefits on his or her own
Example:
An AI was completed using incorrect information
Example:
An AI should be completed for a new Adult Financial application for a client who was
active with MA only in order to issue Burial Assistance
Example:
When NOT to complete an AI:
An AI should not be completed when adding a person to an existing case
Example:
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An AI should not be completed when a client is receiving benefits in another county and
then applies for the same benefits in your county. Instead, an inter-county transfer
should be completed following the policies outlined in the guide on the portal and the
processes of your County or MA Site
Example:
An AI is completed with the incorrect information that does not affect eligibility
Example:
Application Initiation (AI) Tour
Home Page
Applicant Information
Search Case Address
Clear/Inquire on Individual
Notes:
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Household Members
Programs Requested
Emergency Details
Special Indicators
Application Status
Get Case Number
Household Relationships Details
Household Relationships Summary
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Purchase and Prepare
Application Wrap Up
Home Page
Questions
Hands-On Application Initiation
Client information tracking:
Adult:
Name:
SSN:
DOB:
Gender
Application Number:
Case ID:
Child:
Name:
SSN:
DOB:
Gender:
Notes:
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Applicant Information
The Effective Begin Date field should be completed using the date _________________
on the application
The application date cannot be _________________or_________________ dated
Under the Type field, use the following for a new AI:
a) Initial/New
b) Recertification
c) Redetermination
d) Restoration
e) Special Situation
SSN is not a required field, but __________________________if the applicant provides
a SSN on the application
Complete the following statements regarding the Ethnicity section.
You ___________ enter multiple ethnicities
When an applicant does not declare an ethnicity, select ___________________
__________________requires that you enter an ethnicity
It is recommended that ethnicity be completed for Medical Assistance
Search Case Address
CBMS assigns an _________________ Number when you save the Applicant Information
page
Household Members
The Summary section _________________ the applicant’s information that was entered
on the Applicant Information page
The Requesting Aid and In the Home fields default to _________when the Applicant is
displayed
During the client clearance process, CBMS will search to see if the client is
_________________ to CBMS
After selecting the Clearance button, a ___________ table will be display
A State ID is required for all individuals requesting _________________ with the
exception of the _________________ HLPG.
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Programs Requested
Use the Programs Requested page to _________________ programs the applicant has
applied for
If you select a cash program, CBMS automatically selects _________________
Only one _________________ program can be selected on each case
Emergency Details
The information on the Emergency Details page is used only to determine whether the
household meets the _________________ Assistance criteria
Special Indicators
True or False: Use the Special Indicators page for automatic case assignment
Application Status
Use the Application Status page to enter a signature _________________ for the
Application for Public Assistance
The Signed Date Indicates the date the Application was signed; CBMS defaults to
_________________ date
The Application Comments ___________carry over to Case Comments
The ___________________button enables when you indicate an Application Signature
Status of Signed or Signature not Required and save the page
Selecting the Case Clearance button displays the Get _________________ Number
page
Get Case Number
This page is used to create a new Case # or to _________________ an Application to an
existing Case
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Household Relationships Details
This page must be completed if there is more than one _________________ on the case
Program areas use this information to _________________ the individuals in the case
for eligibility purposes
True or False: the Exercises the Responsibility for field is only used by Colorado Works
Household Relationships Summary
The Household Relationships Summary page provides a read-only _________________
showing the relationships of the individuals on the case
Purchase and Prepare
This page must be completed if there is more than _________person on the case for
Food Assistance
If an individual is in the home, but purchases and prepares food separately, a separate
_________________ should be created
True or False: if creating a new group, use the Application Date
If a person is no longer in the Purchase and Prepare group enter the Effective End Date
equal to the _________day of the month in which the person left the group
Application Wrap Up
The Application Wrap Up page provides:
a) A list of the programs the client has applied for
b) The program status for the program(s) applied for
c) A Due Date of when the case must be processed by
d) ALL OF THE ABOVE
On the Application Wrap Up page, the Program Status defaults to:
a) Approved
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b) Pending
c) Denied
d) None of the above
Application processing guidelines:
Adult Financial =
Colorado Works =
Expedited Food Stamps =
Food Stamps =
Medical Assistance =
Finding a Case through Quick Search
Notes:
Notes:
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Finding a Case through Inquiry
Inquiry
Inquire on Case Information
Case Information
Case Practice
Notes:
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Debrief
Closing
Key Points:
Action Planning:
Notes:
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Appendix
Interviewing for Public Assistance
Fictional Client Profiles
Jon Doe:
You are a 38 year-old male first-time applicant for Food Assistance. You live alone and your rent is
$700/month. You are responsible for utilities, which covers heating and cooling and your last bill was
$88. Your only source of income is working 30 hours/week at Home Depot earning $9.00/hour. You have
a checking account with $79 and your mode of transportation is public transportation.
Jane Doe
You are a 31 year-old female with two children, Billy Doe (9 years old) and Melissa Doe (7 years old). You
are applying for Colorado Works (CW), Food Assistance (FA), and Medical Assistance (MA). You receive a
Section 8 voucher for your home and Low-income Energy Assistance Program (LEAP). Your rent is
$78/month. You are unemployed, but receive $180/month in child support for Billy Doe. You have a car.
Raymond Doe
You are a 43 year-old homeless, disabled male applying for Aid to the Needy Disabled (AND). You have
no income and no expenses.
Scenario 4
Female applicant (Choose ethnicity), age 42, applies for Colorado Works and Medical Assistance on
5/1/14, with the application date stamped the same day. Included on the application are the applicant’s
40-year old husband and 15-year old son. The family is not homeless; the parents file taxes jointly and
claim their son as a tax dependent.
Scenario 5
Male applicant (ethnicity unknown), age 25, applies for Food Assistance. The application is signed and
date stamped on 4/30/2014. The applicant is not homeless, with shelter expenses of $500 rent and
heating and cooling costs separate from rent. He has $1500 in a checking account, and $1000 income
anticipated in the month of application. The application was signed on 4/30/2014.
Scenario 6
Male applicant (ethnicity unknown), age 63, is applying for Adult Financial and Food Assistance. The
application is signed and date stamped 5/1/2014. The client has $750 in a checking account, no income,
and $1000 in rent, plus he pays heating and cooling separately.
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Interviewing Desk Aid